Head of Credit Operations & Collections

Position Overview

The Head of Credit Operations & Collections is a high-velocity executive-level operational leader responsible for building scaling and optimizing the companys end-to-end credit assessment underwriting alignment and debt recovery infrastructure from the ground up. Operating at a foundational leadership level this role blends strategic risk governance portfolio analytics and empathetic negotiation frameworks to guide over-leveraged consumer segments toward sustainable debt restructuring solutions. The ideal candidate possesses a builder mentality high operational urgency deep Philippine regulatory literacy and proven expertise restructuring high-volume collections engines.

WHAT WILL YOU DO

1. Collections Infrastructure Architecture & Recovery Execution

• Architect and deploy the end-to-end collections infrastructure from scratch including operational policies SOPs escalation frameworks bucket-wise strategies and technology stacks.
• Formulate early-to-late stage delinquency workflows encompassing hardship restructuring models skip tracing legal escalation pathways and write-off protocols.
• Select and integrate automated dialers CRM recovery engines payment reminder architectures and real-time portfolio dashboards.
• Establish and govern strategic partnerships with external collection agencies and legal mediators for escalated recovery cases.
• Enforce 100% operational compliance across all collection activities with BSP regulations consumer protection standards and the Data Privacy Act (RA 10173).

2. Credit Operations & Partner Disbursement Oversight

• Direct day-to-day credit operations workflows encompassing application intake document verification and disbursement coordination with regulated banking and multifinance partners.
• Partner cross-functionally with credit risk teams to calibrate underwriting criteria tailored specifically to distressed multi-lender salaried consumer segments.
• Enforce debt consolidation operational mechanics ensuring bridging disbursements are executed directly to existing creditors to mitigate capital leakage.
• Continuously optimize application-to-disbursement turnaround time (TAT) while maintaining accurate audit-ready decision and settlement logs.

3. Team Leadership Agent Coaching & Organizational Scaling

• Recruit onboard and direct a high-performing team of collections agents establishing productivity benchmarks call quality standards and ethical codes of conduct.
• Deliver continuous coaching and structured capability-building modules to foster a culture that balances firm recovery targets with empathetic borrower engagement.
• Scale the credit and collections organization systematically from a core founding team into a multi-tiered operational department as portfolio AUM expands.

4. Portfolio Diagnostics Risk Reporting & Cross-Functional Alignment

• Define monitor and report key portfolio health metrics including DPD bucket movements roll rates contact-to-resolution ratios recovery yields and net loss ratios.
• Build dynamic executive dashboards providing real-time visibility into portfolio degradation agent productivity and recovery yields for senior management.
• Maintain tight cross-functional alignment with Risk Legal Customer Success Finance and Product teams to deliver a frictionless credit-to-collections lifecycle.

5. Leadership Readiness & Expansion Mechanics

• Contribute continuous field insights to refine the companys collections playbooks negotiation scripts and borrower de-escalation matrices.
• Support future vertical pilot initiatives assisting in testing and scaling credit recovery operations across expansion markets within the Asia-Pacific region.

CORE COMPETENCIES

• Collections Infrastructure Architecture: Proven capability to design deploy and scale complete debt recovery infrastructure policy frameworks and bucket-wise strategies from scratch.
• Credit Operations & Workflow Optimization: Hands-on oversight of credit assessment intake underwriting alignment and direct-to-creditor disbursement governance.
• Portfolio Analytics & DPD Diagnostic Modeling: Sharp analytical literacy to interpret DPD curves roll rates and recovery metrics translating raw portfolio data into actionable risk strategies.
• Regulatory Compliance & Ethical Governance: In-depth expertise in Philippine lending regulations BSP consumer protection norms and Data Privacy Act (RA 10173) compliance.
• Empathetic Negotiation & De-Escalation: High-impact negotiation capabilities to de-escalate borrower distress structure affordable repayment plans and maintain high brand trust.

WHAT SHOULD YOU HAVE

• Bachelors degree in Finance Business Administration Economics or a related field.
• Minimum 68 years of progressive experience in Credit Operations and Collections within a Bank Fintech Financing or Multi-Finance company.
• Minimum 23 years of direct managerial experience leading collections agents and credit operations teams.
• Demonstrated track record of building restructuring or scaling collections operations and policy frameworks from the ground up.
• Strong exposure to consumer lending products (salary loans personal loans paylater credit cards) in fast-paced or high-growth environments.
• Full professional fluency in both written and spoken English and Tagalog/Filipino to draft regulatory-compliant documentation manage borrower negotiations and direct local operations